Summary
Overview
Work History
Education
Skills
Timeline
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Maddyson Pentland

North Ryde,NSW

Summary

Passionate and Committed Individual who is highly self-motivated to deliver exceptional results within the business management, Data Analysis and Retail sectors.

Overview

17
17
years of professional experience

Work History

Customer Experience Specialist

Nutritics
07.2021 - Current
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Streamlined customer support processes for increased efficiency and faster resolution times.
  • Collaborated with team members to create a positive work environment and improve overall customer experience.
  • Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
  • Collected valuable data through surveys and focus groups, leading to actionable insights for company improvements.
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
  • Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
  • Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.

Business and Operations Manager

BBA Group
08.2020 - Current
  • Responsible for the Management and Growth of our major client, Hello Fresh
  • Implementing company structure, and Human Resource Management
  • Day-to Day Operations and Management of a team of 20 Sales Consultants
  • Web and Social Media Management and development including building the company website
  • Design of Company Training Modules and execution of those
  • Recruitment and staff retention
  • Setting and Managing expected company KPI's

Digital and Social Media Manager

Domayne
06.2018 - 08.2020
  • Submission and maintenance of online product and promotions
  • Oversee Customer Service Management
  • Working with the online teams to deliver digital marketing campaigns for example EDM (Email), Facebook and Instagram Organic and Sponsored Posts
  • Maintenance of SEO Search Terms
  • Gathering an analysing data for reporting
  • Metrics include Google Ads, Google Analytics, Facebook Insights & Analytics and reporting through Google Data Studio
  • Providing insight and analysis into recent performance, and utilising data to determine potential areas of future improvement
  • Management of the marketing calendar ensuring all campaigns are aligned with the business

Product and Marketing Manager

Domayne
04.2017 - 08.2020
  • Managing KPI Targets
  • Analyzing Data
  • OTB Spreadsheet Management
  • Promotional Coordination & Design including Sale Brief, Catalogues, Press, In-store promotional material and layout
  • Maintaining Supplier relationships including the design and purchase of wholesale product within the Bed Linen and Bathroom Homewares Categories
  • Implementing Staff Training and Development events
  • Was a key driver in reducing the number of inventory within the category

Proprietor

Domayne
07.2015 - 04.2017
  • Recruitment and Staff Retention
  • Training and Development of 12-15 Staff
  • Administration Tasks i.e., Wages, Rostering, Reporting
  • Inventory Management
  • Managing KPI Targets for both business and individual Employees
  • Merchandising and Layout

Department Manager

Harvey Norman
01.2011 - 07.2015
  • Training and Development of 12-15 Staff
  • Inventory Management & Ordering
  • Merchandising and Layout
  • Customer Service
  • Retail Sales

2IC

Strandbags
01.2007 - 07.2013
  • Rostering & Scheduling
  • Inventory Management & Ordering
  • Merchandising and Layout
  • Customer Service
  • Retail Sales

Education

Bachelor of Business (Marketing) -

Torrens University
01.2019

Diploma of Marketing (Digital Media) -

Open Colleges Australia
01.2017

Certificate Three in Business Administration -

Tafe NSW
01.2010

Higher School Certificate -

Lucas Heights Community School
01.2009

Skills

    • Business Management
    • Data Analysis
    • Adaptability
    • Communication and Negotiation
    • Time Management
      • Ability to work under pressure
      • Operations management
      • Staff development and training
      • Team building and management
      • Analytical and Problem Solving Skills

Timeline

Customer Experience Specialist

Nutritics
07.2021 - Current

Business and Operations Manager

BBA Group
08.2020 - Current

Digital and Social Media Manager

Domayne
06.2018 - 08.2020

Product and Marketing Manager

Domayne
04.2017 - 08.2020

Proprietor

Domayne
07.2015 - 04.2017

Department Manager

Harvey Norman
01.2011 - 07.2015

2IC

Strandbags
01.2007 - 07.2013

Bachelor of Business (Marketing) -

Torrens University

Diploma of Marketing (Digital Media) -

Open Colleges Australia

Certificate Three in Business Administration -

Tafe NSW

Higher School Certificate -

Lucas Heights Community School
Maddyson Pentland